About The Role

As Fora continues to scale its global advisor community and expand its product offerings, the volume and complexity of support inquiries are increasing. The Support Operations Specialist, Fora X is a newly created role focused on delivering a distinct, high-touch support experience for Fora’s highest-value advisors. This segment represents a meaningful share of company revenue and requires a thoughtful, responsive, and operationally strong approach to support.

This role sits within the Support team and reports to the Support Operations Lead. It partners closely with cross-functional teams including Advisor Experience, Finance, Product Operations, and the broader Support organization. The Support Operations Specialist will own Fora X inquiries end to end, reducing reliance on senior leadership for escalations and ensuring a seamless, high-quality advisor experience.

This is a hands-on, evolving role with the opportunity to define what best-in-class support looks like for Fora X. The ideal candidate is excited to operate at the intersection of support and operations, contributing to both day-to-day execution and longer-term improvements in workflows, tooling, and scalability.

Key Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora X Advisors via Intercom across all queues — including account operations, finance operations, booking operations, and advisor experience inquiries.
• Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR).
• Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership.
• Partner closely with the Advisor Experience team on high-touch scenarios including retention concerns, sensitive client situations, and complex supplier relationships.
• Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when complex issues require a personal conversation.
• Flag unresponded Fora X tickets and potential churn risks proactively.
• Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows.
• Become fluent in support tools (Intercom, internal BI dashboards, booking and payment systems). 
• Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation.
• Help onboard and mentor new support team members.

Requirements

• 3-5 years of full-time experience in a customer support, help desk, or operations role, ideally within the tech space
• Experience with ticketing platforms (e.g., Intercom, Zendesk)
• Solid understanding of key support metrics such as SLA, CSAT, AHT, and FCR
• Strong written and verbal communication skills
• Detail-oriented with strong documentation and follow-through habits
• Fast learner who thrives in dynamic, fast-paced environments
• Comfortable being a liaison between high-value advisors and internal stakeholders
• Familiarity with BI tools, payment processing systems, or AI chatbots
• Background in financial operations or the travel industry is a strong plus — particularly comfort with commission structures, payment platforms, or booking systems
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Strongly Preferred

• Background in financial operations, including exposure to commissions, payment workflows, or reconciliation processes
• Experience contributing to process improvement initiatives, documentation, or operational playbooks
• Exposure to customer experience or analytics tools that inform support strategy and decision-making

Compensation

Compensation for this role varies based on experience, with an indicative range of $70K–$100K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views. 

About The Role

Fora is hiring its first dedicated IT Manager to build and lead the company's internal IT function as the organization scales. This is a foundational role with the opportunity to shape how IT operates across the entire company — establishing the systems, policies, and operational foundations needed to support a fast-growing team while protecting sensitive company and customer data.

The IT Manager will sit within the technology organization and report to the Chief Product and Technology Officer, acting as the primary owner of internal IT operations, security posture, and compliance readiness. As the company grows, this person will design the infrastructure, processes, and standards that ensure employees have seamless access to the tools they need while maintaining strong security and governance.

The role requires a blend of hands-on technical execution, operational discipline, and strategic thinking. The IT Manager will partner closely with engineering leadership, finance and operations, people operations, and legal and compliance stakeholders to ensure IT systems scale alongside the business.

Key Responsibilities

• Own and build the company's internal IT function including device management, identity and access management, SaaS administration, and internal technical support
• Design and implement scalable processes for employee onboarding and offboarding, system provisioning and deprovisioning, and access management across company tools and platforms
• Establish and maintain security policies, access controls, and internal IT standards that protect company, customer, and advisor data
• Lead implementation and ongoing management of compliance programs including SOC 2, PCI DSS, and other relevant frameworks in partnership with legal, compliance, and leadership stakeholders
• Administer and maintain core internal systems including Google Workspace and identity management tools, ensuring strong access governance and operational reliability
• Evaluate, implement, and manage IT tooling including device management platforms, endpoint security solutions, and identity providers such as SSO systems
• Partner with engineering teams to support infrastructure security, developer access management, and security best practices for internal systems
• Manage SaaS vendor relationships, software licensing, and tool consolidation efforts to improve efficiency and control costs
• Provide reliable internal IT support across the organization, ensuring employees can work productively while maintaining security standards
• Develop reporting and documentation related to security posture, compliance readiness, and IT operations for leadership visibility

Requirements

• 5+ years of experience in IT management or IT operations roles within a startup, high-growth technology company, or SaaS environment
• Demonstrated experience administering Google Workspace or Google Admin Console in a production business environment
• Hands-on experience supporting or leading compliance initiatives such as SOC 2 or PCI DSS, including audit preparation and implementation of required controls
• Strong knowledge of identity and access management, device management, SaaS administration, and internal security practices
• Experience designing and implementing onboarding and offboarding processes, access provisioning workflows, and scalable IT operational systems
• Ability to work cross-functionally with engineering, finance, people operations, and leadership stakeholders to drive operational improvements and security initiatives
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical audiences
• Must be authorized to work in the United States without sponsorship and be based in or willing to relocate to New York City

Strongly Preferred

• Experience building or formalizing an IT function in a fast-growing company or startup environment
• Experience implementing SSO systems, identity providers, endpoint management platforms, or modern device management tooling
• Demonstrated pattern of increasing responsibility across prior roles reflecting expanding scope and leadership
• Comfort operating in a high-ownership environment where processes are still being built and the role requires both strategic thinking and hands-on execution

Compensation

Compensation for this role varies based on experience, with an indicative range of $120K–$170K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views. 

About The Role

Are you a self-starter and builder who thrives in fast-paced environments and is curious about learning on the job in a high-growth startup? Perhaps you’ve already dabbled in entrepreneurship and know that startups are your calling, or you know that you are simply seeking more from your graduate career? Come and work with us at Fora as we innovate the travel industry. 

The Wolf Graduate Program is Fora's premier early-career opportunity, designed as a startup bootcamp for ambitious graduates (0-2 years experience) seeking their foot in the door at a top-tier, VC-backed startup. This intensive program places you directly on Fora's Product Operations team—a cross-functional team that builds and improves the systems powering Fora's growth, focusing on operational solutions that scale as our advisor base expands.

As a Wolf, you'll get hands-on experience across the full spectrum of product operations: improving internal processes, creating workflow automation using tools like Zapier and AI, leading product launches, and building internal tools that scale our business. You'll work cross-functionally with product, engineering, finance, advisor experience, and more, learning how high-growth startups operate while contributing to real projects with measurable impact from day one.

You'll start by mastering our support systems and understanding advisor needs, then advance to managing cross-functional product launches and process optimization, before specializing in a high-leverage area like AI automation, partner operations, or internal tooling. 

This isn't just a training program—it's your accelerated path into the travel tech industry and startup ecosystem, giving you the opportunity to fast-track your professional development while making meaningful contributions to Fora's mission. Previous Wolf graduates have gone on to become product managers, chief of staff, data scientists, engineers, AI innovators, and more.

Key Responsibilities

As a Wolf, you'll support all aspects of the travel operation including finance, growth, marketing, sales, and operations, with specific areas of focus determined by business needs. This is a varied role requiring a self-starter mentality and quick learning ability—you'll need to dive in wherever you see opportunities or help is needed. We're looking for someone who can think and act like an entrepreneur, constantly seeking to make an impact, voice opinions, and find new ways to improve and contribute to the business.

• Build and optimize operational workflows, internal tools, and automation systems using tools like AI, Zapier, and Retool
• Drive process improvements and measurable enhancements to key business operations and advisor experience
• Support go-to-market planning and cross-functional project management for product launches and strategic initiatives
• Manage advisor support operations while maintaining quality standards and identifying optimization opportunities
• Create and maintain internal documentation, Help Center content, and knowledge management systems

Requirements

• Bachelor’s Degree in Business, Economics, Finance, Engineering, Statistics, Applied Math or Data Science
• Proactive mindset with a strong ability to spot operational inefficiencies, diagnose process gaps, and independently drive improvements from idea to implementation.
• Demonstrated track record of starting something and making it happen.
• An ability to juggle multiple priorities in a fast-paced, dynamic environment with a strong bias for action.
• Intellectually curious and growth mindset  - we want to hear about how you have overcome challenges in the past.
• A true team player, good collaborator, and trustworthy colleague.
• Interested in travel and startups.

Compensation

Annual salary is $90k + equity.

Other benefits include:

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views. 

Use of AI in our Hiring Process

Fora Travel, Inc. (“Fora”) uses an automated employment decision tool (AEDT) offered by Apriora Inc. dba Alex to assist with screening candidates for the Wolf Program, based in our New York City office. As part of the hiring process, the Alex AI platform (“Alex”) may be used to: 

• apply predefined, objective criteria to a candidate’s application (such as professional qualifications and relevant professional experience); and/or
• conduct an AI-assisted initial interview through the Alex platform to assist with evaluating specific role-related competencies and qualifications. 

How the Tool Works

As part of our hiring process, Alex may be used at two stages of the initial screening process. 

As part of the first stage, applications may be evaluated against predefined, role-specific criteria such as required education, credentials or minimum work experience. Applications that do not meet these objective requirements are marked as unqualified and recommended not to proceed to the next stage of the process. 

Candidates who meet the initial screening criteria will be invited to participate in a live, conversational interview via video hosted by Alex. Alex will ask a predefined list of interview questions created by Fora and may ask follow-up questions based on your responses. It will then generate a transcript of the video call, structured summaries and a score using the scorecard developed by the hiring manager for consideration by Fora’s hiring team. 

While Alex assists with the initial screening process, review of the interview responses, scoring and subsequent interviews are done by our hiring team. All final hiring decisions are made by Fora. 

What the Tool Evaluates

The automated screening and AI-assisted interview may assess specific role-related competencies such as: 

educational background and any required credentials; 

• relevant work experience; 
• role-specific skills; and
• responses to behavioral, situational or problem solving questions. 

Alternative Selection Process or Reasonable Accommodation

If you prefer not to participate in an AI-assisted interview, or if you require reasonable accommodation, you may request an alternative selection process.

To make a request, please contact: careers@foratravel.com
Subject line: “Wolf Program - Alternative Process Request”

Bias Audit 

This tool has undergone a bias audit in the past year. A summary of the most recent bias audit and the tool’s distribution date is available here.

Data & Privacy

If you participate in an AI-assisted interview, the system may collect and process information necessary to conduct and evaluate the interview, including video and/or audio transcripts and text transcripts.

Interview data collected directly by us is retained in accordance with Fora Travel, Inc.’s data retention policies and applicable legal requirements. 

Information pursuant to this section will not be disclosed where such disclosure would violate local, state, or federal law, or interfere with a law enforcement investigation.

The AI screening platform is operated by Alex, an independent third-party provider. Your personal information may also be collected and processed by Alex in accordance with Alex’s privacy policy.

About The Role

Fora is seeking a Conversational AI Operations Specialist to maintain, optimize, and improve Sidekick, our AI advisor support chatbot. Join our Conversational AI team and play a critical role in scaling Sidekick to deliver exceptional instant support experiences for our advisors. In this role, you'll design and implement systems to enable quality assurance, testing infrastructure, content operations and feedback loops.

You will report to the Conversational AI Data Scientist and partner closely on conversational design, automation, and prioritization. You will work cross-functionally with teams across Fora, including Support, Booking Platform, Tour Operations, Product, and Engineering, to ensure Sidekick delivers accurate, clear, and empathetic guidance at scale. This is a highly execution focused role with meaningful ownership and autonomy.

Key Responsibilities

• Design and operationalize repeatable systems that drive continuous improvement for Sidekick, including QA frameworks, testing infrastructure, content operations processes, and structured feedback loops.
• Own content and knowledge management across Sidekick surfaces, including the Help Center, macros, prompts, and proactive messaging.
• Conduct regular QA reviews, establish rubrics and escalation protocols, and ensure consistent quality standards across conversational outputs.
• Build and maintain use case testing frameworks to validate new features, guidance prompts, and workflows before launch.
• Execute content updates and audits, proactively identifying stale or inaccurate information.
• Translate complex internal operations, supplier policies, and platform updates into clear, concise, and well documented internal processes and advisor facing content.
• Partner with Support to gather feedback and identify patterns in advisor questions and resolution gaps.
• Collaborate with teams including Tour Operations, Booking Platform, and Advisor Integrity to coordinate destination specific guidance, supplier data ingestion, and policy updates.
• Coordinate with Product and Engineering on Sidekick updates tied to new feature rollouts and quality assurance.
• Act as a keeper of truth for advisor-facing knowledge by independently researching, fact checking, and validating information across multiple sources.

Requirements

• 1-3 years of experience in content operations, support operations, customer success, technical writing, or a related field.
• Demonstrated experience building or improving operational systems or processes that drove measurable improvements.
• Proven AI power user who uses AI tools daily in a current or recent role and can speak concretely about workflows built with those tools.
• Exceptional writing skills with the ability to communicate complex or technical concepts clearly and concisely for both internal and advisor facing audiences.
• Strong research instincts with a track record of independently validating information and synthesizing findings into actionable guidance.
• Systems thinker who can design repeatable frameworks and scalable processes rather than one off solutions.
• High attention to detail with the ability to consistently execute, follow through, and close loops.
• Ability to quickly learn new tools and platforms, including customer support and knowledge base systems.
• Strong empathy for users and a genuine commitment to ensuring advisors feel understood and supported.
• Ability to work in the United States and be based in or willing to relocate to New York City.

Strongly Preferred

• Experience with AI chatbots, conversational design, or prompt writing.
• Experience building QA programs, testing frameworks, or structured audit processes.
• Hands-on experience with platforms such as Intercom, Zendesk, Notion, or other knowledge base and support tools.
• Experience building advanced workflows or automations within support or content systems.
• A writing portfolio that demonstrates clear, structured, and user centric communication.

Compensation

Compensation for this role varies based on experience, with an indicative range of $60K–$90K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.